Inbound/Outbound Retention Representative

Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. As North America's largest independent provider of connected care, we deliver a growing portfolio of innovative technologies that help bridge the gap between healthcare providers, individuals, and their care partners. Our easy-to-use solutions support health and safety in a way that leads to enhanced quality of life, earlier interventions, reduced hospitalizations and peace of mind for an estimated 10 million lives every year. Together, we are enabling independence and redefining the global home healthcare market.

Connect America has been recognized as one of Philly Happening's Best Places to Work. Our award-winning customer service team has received the Best Service Award from Today's Caregiver. In addition, our healthcare division was named Top Ten Home Healthcare Solutions Provider in 2019 & 2020.

At Connect America, we treat all our customers and team members ethically and respectfully, creating relationships built on trust. We work as supportive team members, developing customer solutions in a collaborative manner. If you are a dedicated, compassionate team player, come be a part of an organization that makes a positive difference in the lives of those we serve.

Our headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA. Learn more at www.connectamerica.com.

THIS CAN BE 100% REMOTE!!

Job Summary

We are looking for dynamic talented, super energetic, experts that have passion and desire to help maintain our customer base!

Be a part of our team as a Customer Relations Advocate! By joining Connect America you will be provided exceptional training and on-going development to support your career growth. When you join the Connect America team you'll experience a culture dedicated to giving people the ability to achieve success. You will have an opportunity to be part of a future-focused team of innovative leaders. We reward our Best with the Best by offering a base salary and unlimited commission.

Responsibilities

• Interface with customers in a call center environment
• Must achieve daily, weekly and monthly quotas set up by management
• Retain existing customers while providing exemplary customer service
• Provide customers with a vast knowledge of information; i.e. products and services, rates and benefits
• Provide alternative pricing options and other retention offers to maintain existing customers
• Required to know benefits and features of products and services
• Accurately identify customer accounts to effectively determine the product(s) and pricing eligibility
• Navigate through multiple systems in a timely manner
• Perform data entry tasks associated with a customer's account
• Complete all commitments offered to customer in a timely manner; i.e. call backs and rate adjustments
• Must follow all guidelines set up by company
• Use training and educational tools to enhance customer service/retention skills
• Actively participate in team meetings and activities
• Perform other assigned duties and tasks necessary to support the Customer Relation Team

Qualifications and Skills

• High School graduate /Bilingual a plus
• 6+ months of inside sales or customer retention experience preferred
• Ability to listen, negotiate and work with a wide range of customers
• Ability to address problems that involve critical thinking in a tactful manner
• Ability to effectively communicate information to customers.
• Maintain confidentiality regarding company, customer and employee information
• Excellent computer skills and ability to navigate through multiple systems
• Understand quality standards for work and represent company in a positive light

Salary and Benefits

• Unlimited Earning Potential (top agents earn up to $60,000!)
• Monthly opportunities for performance-based rewards such as gift cards
• Incentive opportunities and frequent contests
• Advancement and career opportunities
• Ongoing Training and Career Development
• Full medical, dental, life and disability insurance plans that can be tailored to your specific needs and the needs of your family
• Paid Time Off
• 401K with company match (after 6 months of service)

Connect America is a drug-free workplace and an Equal Opportunity Employer. We participate in the E-Verify program in our hiring practices to achieve a lawful workforce.